Handling angry customers can be one of the most challenging aspects of the job. Whether they are face to face, or you talk to them on the phone, chances are you will meet with frustration, aggressive anger and some patience. The key to successfully managing an angry customer is to remain calm. For tips on how to handle those angry customers, scroll down on Step 1.
Understanding the Customer’s Complaint
Remain calm and adjust your mindset. No one likes to get confronted by a yelling, heated person in a public space.
However, in this situation your job is to be calm and collected. While you can urge them to scream right back, insist! Shouting and anger will only increase the situation. Instead, pay attention to your best customer service attitude and work.
Never use satire or explicitly fake politics. In this way behaving the customer’s anger will fade away and this will worsen the situation.
Listen actively to what the customer is saying. An angry customer generally just wants someone to vent their anger to and today, you are that person.
This means that you need to do your best to listen carefully to what you are saying. Give your undivided attention to the customer – do not look around, give out place or other things do not disturb you. Look at the speaker and actually hear what they are saying.
When you hear them, hear the answers to these questions: What happened to disturb them? What do they want? Can you help?
Separate your feelings from the situation.
If the customer is particularly angry, then he can say something (or many things) that are really rude. Keep in mind that you should not take it personally – it is disturbed by the business, product or service provided – they are not bothered with you as a person. You have to keep your personal feelings separate.
However, keep in mind that if the customer becomes very outrageous or is actually threatening, then you should tell them that you will go to help your supervisor or anyone else to solve this problem. When you are returning to the customer, fill your supervisor or assistant on the situation and explain why you feel that they need to come (i.e. you are actually in danger, etc.) If worse than that If you come, you have to do. Ask the customer to leave. When the authorities have to call and how to document any encounter in this way, know the policy of their organizations, where it may be necessary to follow specific details.
Repeat the customer’s concerns.
Once the customer is venturing, make sure you know that this is what they are upset. If you are still feeling a bit unclear then repeat what you think the customer is upset or ask questions. By repeating the problem to the customer, he will see what you were listening to, and will also allow you to confirm the problem that needs to be corrected.
There is a good way to make sure that you really know what the problem is, “I understand that you are upset, and just like this, as if your home reached for an hour late.”
Empathy will help the client to understand that you are actually trying to help them. Once you have confirmed what the problem is, show them that you really feel bad about it, and fully understand why they are upset. Say something like this:
“I fully understand your disappointment – waiting for pizza, especially when you are really hungry, is a terrible feeling.”
“You are right to be angry – you can throw away the delivery plans all night.”
Apologize. Let the customer know that you are genuinely sorry that this happened to them–regardless of whether or not you think they are being a bit dramatic about the situation.
With sympathy, an apology may be a lot. Sometimes the troubled customers just want to apologize for the bad service to someone. Hopefully after the company apologizes, the customer will be a little quieter
Say something like, “I am sorry that your pizza was not given on time. When this happens, it is incredibly disappointing and I fully understand why you are angry. Let’s see what we can do to make it right. “
Call your manager over if the customer asks you to.
If you are in the process of handling a situation and the customer demands that you call your manager or supervisor then it is best to follow the wishes of the customer. However, if you can avoid adding your manager, do so. By handling a situation on your own, your supervisor will know that you have the most important way to deal with angry and collectively angry customers.
Offer a possible solution (or solutions).
Now that you have heard what the customer is worried, you should come up with a solution to provide them. If you feel that you know a solution that will please your customer, present it to him.
For example, in the situation with the late pizza, you can present something like, “I fully understand that you are upset that your pizza was delayed. I want to return your order and give you a voucher for a free pizza. I personally will make sure that your next pizza is provided to you in a hurry. “
Ask the customer for feedback.
If you are not completely convinced that your customer will be happy, just ask him. What does he want to do about the problem? Is there a result that will satisfy him? Say something like this:
“What would you like to be? If it is within my power, then I will see that it has happened. “
Take action immediately.
Tell your customer what will you do next to solve the problem. Give him your contact information, especially if you are talking to him on the phone, so that he can contact you when the problem occurs.
Take several minutes to yourself after the ordeal.
Once your customer has left or you have settled with him, then just take the time to process and allow yourself to calm down. Even if the customer has left happily, such situations can actually be stressful. Take a few moments to destroy and empty your mind. Recommend what happened – the date, time, location, events and how it was resolved, it is recommended
Follow up with the customer.
Call your customer after the problem is resolved Ask him if everything is going smoothly. When you can, go to an extra mile by sending a handwritten apology or discounting it on your next purchase.